Daan Assen

Instructions: The Forgotten Touchpoint in the Customer Journey.

Companies should never miss an opportunity to surprise, delight and inform their customers. We all know this is true, but why do so many companies disappoint their customers by providing them with near useless instructions?

The answer to this is that instructions are often overlooked as a key customer touchpoint. This is clearly underlined by the fact that 40% of all after sales contact is related to bad instructions.

In this workshop, Daan Assen, co-founder and Chief Instruction Design of instruction software company SwipeGuide will tell more about this crucial but often forgotten phenomenon.